One of the misunderstandings of these days is that a designer has an artist or artisan background. In that approach designers are idea generators, visualizers and prototypers. That is not our point of view. Our adagium comes from the management writer Herbert Simon, who stated that "Everyone designs who devises courses of action aimed at changing existing into preferred ones". As stated by others, this version of design tends to abstraction and general expertise. The focus of this blog is service and services. In our world service is exchanged for service. All firms are service firms; all markets are centered on the exchange of service, and all economies and societies are service based. And just even government and other institutions are always exchanging services for services. But be sure, in this era of change there is a heavy focus also on concept generation, visualization and digital concept and prototypes. Interested in designing services? In case you are interested to follow, just do it. You can follow this me on Facebook, Pinterest, Twitter and my blog via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so.

Designing service One of the misunderstandings of these days is that a designer has an artist or artisan background. In that approach designers are idea generators, visualizers and prototypers. That is not our point of view. Our adagium comes from the management writer Herbert Simon, who stated that "Everyone designs who devises courses of action…

There may be a premium for making early moves. When companies first sense a digital competitor entering their market space, they tend to react timidly, reasoning that the risk of damage to revenues and profits is not enough to justify tampering with current business models. Our research indicates, however, that executives may underestimate how close they are…

Olivier Padiou, Group COO for Valtech, discusses the convergence of brand, service and commerce in creating truly integrated experiences and the most important things to keep in mind to ensure its success Companies undertake digital transformation, which requires the decision to either create new business models or redefine existing business dynamics, with the ultimate goal…

Skill, re-skill and re-skill again. How to keep up with the future of work Every five years, your skills are about half as valuable as they were before. Image: Bench Accounting/Unsplash Stephane Kasriel, CEO, Upwork The jobs market is well into the 21st century. So why isn’t our education system? Today’s jobs are vastly different than…

What’s all the buzz with chatbots? Although chatbots have been around for a while, within the past year there’s been a surge in interest and usage. There have been more and more companies offering bot building services, website integrations, and developer tools. Now we can have bots on our e-commerce sites with Drift and Intercom, in…

The news these days continues to be filled with reports that traditional stores are at last being sustainably displaced by fast growing online competitors. Startups in online shopping, media, travel, financial services, sharing economy, and finally even healthcare, have either invented popular new high-growth digital categories or are in the midst of successfully re-imagining the old ones in digital native…

In the world of Design, especially Service Design, “data” is a trending topic, quite often addicted with some adjectives. But as soon as words should be put into actions the passion seems to fade. Because “data” means numbers, numbers mean math and math is boring for most of us. Let’s imagine that today, right after…

In the quest for growth, competitive advantage and efficiencies, companies are refining the way they gather business intelligence from data they have on customers and the markets in which they transact.

Though critical to building internal efficiencies, Industry 4.0—smart connected products built on digitized factories and platforms—is too limited to unlock the full scope of opportunities created by this remarkable transformation. What’s needed is a more comprehensive view of value creation: one that leverages the power of smart services as the backbone of the end-to-end digital…

Understanding what drives simplicity is one thing—making it a reality is another. BCG has developed and deployed a four-step approach to simplification. Smart Start. The first step is the identification of the performance issues and the symptoms of complicatedness. A company should not simplify itself only for the sake of simplifying. Simplification is for companies that…

10 Principles of Organizational Culture Companies can tap their natural advantage when they focus on changing a few important behaviors, enlist informal leaders, and harness the power of employees’ emotions. The Critical Few: Components of a Truly Effective Culture Companies with the most effective culture seek out and continually reinforce so-called keystone habits. Companies that…

Thinkstock (Thinkstock) In recent years, advances in machine learning have propelled its use to the forefronts of virtually every industry in the modern economy. This exciting new way to conduct business is thus being increasingly relied upon to provide better customer service experiences at a fraction of current cost. What specific strategies are the world’s…

Imagine for a moment that you are suddenly marooned on a desert island. Aside from basic necessities like food and water, what from your civilized past would you miss the most? If you said your mobile device, you are not alone according to recent mobile consumer trends (though we can’t guarantee the connectivity). Mobile devices…

Business in the 21st century is being redefined by a data-driven revolution. Take the MIT Media Lab’s experiment to see whether it could estimate retail sales performance on “Black Friday,” the day following the US Thanksgiving holiday. Instead of waiting for data from the stores themselves, they used location data from mobile phones to infer…

Customer experience (CX) has been a hot topic for a number of years now, with global brands like Airbnb and Apple setting the standard (and expectations) for what customer experience should look like. As a result, CX - or ‘how customers perceive their interactions with your company’, as Forrester defines it – has become a…

Many executives expect IT will play a growing role in driving business results, according to a new survey. For that to happen, CIOs must broaden their profiles and prove IT’s effectiveness in areas such as digital and innovation. IT is poised to play a new, more strategic role in companies, one that moves beyond support to…

The Digital Evolution Index evaluates the digital development of countries Image: REUTERS/Hannibal Hanschke It is barely 20 years since Sergey Brin and Larry Page registered the domain name google.com, and only 10 years since Steve Jobs walked onto a stage in San Francisco and introduced the iPhone. Yet in this short period, digital technologies have…

https://www.youtube.com/watch?v=Qm172DbaSbc Why are change and innovation so hard to achieve? It’s not why you think. The reality is this: we spend our days drowning in mundane tasks – meetings, emails, reports – often self-created complexities that prevent us from getting to the meaningful work that truly matters. Using simple stories and techniques, Bodell shows us…

The world was a simpler place when PwC first set out to measure Digital IQ 10 years ago. “Digital” was just another name for “IT.” The CIO was not generally regarded as a strategic leader. And although huge shifts were occurring in the ways technology and information were used—think Web 2.0 and startups like YouTube…

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